Mark Roberge, Managing Director at Stage 2 Capital and former CRO at Hubspot, joined Chris on State of Demand Gen last week. They broke down common challenges with scaling B2B businesses, and Mark shared the top 5 reasons why SaaS businesses struggle with scaling. He shared why customer retention should be of heavier focus, and how to establish a leading metric for customer behavior since retention takes awhile to measure. He also explained what the three avenues of growth are and how they can be utilized to expand into a new market. Additionally, Chris and Mark jammed on inefficient sales processes and how sending your best leads to your least experienced sales professionals is a mistake that must be avoided.

“I find that the founders jump too quickly to establish top line revenue as a North Star metric over customer success.”